Time Warner Cable - Digital Phone Service Review

This service in a nutshell: is provided by one of the most low-class, horrendous companies that I have had the displeasure of doing business with.  Their customer service representatives are rude and totally inept.  Whatever happened to the old-time phrase, "The customer is always right?"  Time Warner has obviously never heard about it.

When my family and I moved into our new house, I did some homework on bundle packages available in our area and Time Warner offered the only bundle that included high-speed DSL, as well as digital phone service with all the bells and whistles like Voicemail and Caller ID.  For the 1st six months of service, I was very pleased with Time Warner Cable.  I never saw any weird charges on my bill and the DSL was lightning fast.  Plus, it's easy to pay online with a debit card or personal check, which was how I generally paid my bill.  When I paid my last bill, I provided all my checking acct. information on TWC's website and was sent an approval code via email.  Same story as always.  About a week later, my phone and internet were turned off!  And I hadn't received a disconnection notice or anything.  I called customer service to find out why and they stated they had not received my last payment.  The rep that was "helping" me had a very rude tone in his voice when I was asking simple questions about my last payment that I made online.  When I gave the approval code that was sent to me via email from Time Warner, it did not register in their system, so my payment had not been processed.  I would have been more than happy to pay my bill over the phone (even though the payment error was NOT my fault), but then the rep told me about a $25.00 re-connection fee.  Why was I being penalized by a fee when I was not in error?  It certainly wasn't my fault.  My confirmation email showed the day and time I paid my bill - I wasn't even late!   Then I asked if that fee could be waived for that simple reason and I got a very firm response: NO.  The rep and I went back in forth for a moment and my husband even got on the line and asked for a manager.  What happened next made us both livid.  The manager we were transferred to said he would waive the fee if we just paid our bill of $100.00.  Our bill was only for $75.00...he was trying to trick us into paying that $25.00 re-connection fee!  What nerve!  By this time, I was so mad that TWC was insulting my intelligence, I asked this customer service manager, "Are you willing to lose a valuable customer just for an extra 25 bucks?"  He said, "YES!"  I could not believe my hears, so I told that man to come get his $!@#&^? out of my house.

This whole experience soured my opinion of what I thought was a reputable company, and I am so disappointed because now I am with another company for phone and internet service and the internet is really slow.  But my slower internet connection is worth it because I will not spend my money with a company who trains their employees to treat their clients so poorly.

I give this service 1/5 stars because: of my negative experience with billing and customer service.  I would give TWC zero stars if I could and would not recommend them to anyone.  Time Warner Cable stinks!